About the role
Role : Site Head
Location : Cebu
Education : Any Graduates
Responsibilities :
Acts as a point of contact for leadership.
Follow and implement Wipro BPO policies and values.
Continously upgrade the Contact Center Operations processes and procedures to ensure
standard delivery of services to clients and end customers.
100% timely management of available resources by managing supply and demand.
Ensure effective implementation of People Change Management and Culture Building Programs to align with strategic direction of the organization.
Define and implement service models to ensure consistent delivery of service.
Focus on design & delivery of Change and Continuous Improvement projects.
Develop & drive execution of the operational pillars - Customer Led Outcomes, Operational Design & Excellence Mindset, Data Driven Business Decisions and Talent & Culture Transformation thru delivery of consistent and reliable service to our customers and stakeholders.
Establish and maintain strong relationships with all stakeholders, ensure alignment of operating model to the end-to-end business outcomes and continuously find opportunities for growth and expansion.
Accountable for functional, operational, and/or program management.
Coaches team to deliver KPI's.
Continuously reviewing performance through regular feedback to improve individual and team performance.
Ensures adherence to company policy and procedures.
Helps with conflict resolution with client, people, tasks, and systems related issues.
Provides resolutions to a diverse range of complex tasks.
Drives special projects for operational, or client initiatives.
Work with the Functional Black Belt for process & floor review/improvement projects Complies with all policies, procedures, and standards.
Drive Process Compliance adherence and Risk Identification.
Ensure allocation of tasks across the team are conducted in an effective, systematic, and equitable manner.
Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements.
Formulating Outlier Action Plans & Performance Improvement Plans for monthly/quarterly outliers.
Maintain continuous focus on process metrics, quality and cost and to escalate exigencies and non compliances.
Driving strong engagement & people development initiatives in the program Implement effective DR and BCP plans
Candidate Specification:
15+ years of relevant experience and should be a Graduate
People Management experience of atleast 10+ years
Experience in working with Airline/Travel accounts preferred
Well versed Key contact centre CPM's -Service levels and Customer Satisfaction
Experience in working with Airline/Travel accounts
Experience of managing voice-non voice, front office work
Should be a Grad/Post Grad
IATA preferred
Experience of working in GDS preferred
Skills :
Strong interpersonal skills, self confidence, leadership capabilities
Creative problem‐solving skills to gather relevant information, synthesize and define issues and develop creative solutions.
Ability to work on several projects or issues simultaneously
Ability to work independently and in a team environment as needed
Ability to attend to details while keeping big‐picture goals in mind
Excellent written and verbal communication skills, building relationships
Proven ability of success in delivering projects on time
Experience in a multinational, multi cultural environments,
Proven ability to influence others, facilitate agreement among stakeholders with different interests,
Ability to think analytically should possess strong implementation skills and problem solving approach
Ability to prioritise tasks appropriately and recognize when issues need escalation
Excellent knowledge of MS-Excel, powerpoint and other MS-Office tools
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